Voice of the Resident Panel meeting update – August & September 2025
The Voice of the Resident Panel met in August and September to share feedback and discuss key updates from across the organisation. The panel is made up of residents from across the neighbourhoods in which we work, and make sure residents’ views are heard and acted on.
SettleParadigm partnership
There was an update on the SettleParadigm merger as both the Settle and Paradigm Boards have approved the merger following successful consultation. The new partnership is planned to begin on 27 October 2025.
The merger will bring together the strengths of both organisations. A new joint name and brand will be developed in the next financial year, supported by aligned engagement approaches. There will also be opportunities to develop SettleParadigm Connect, community champion roles, review policies together, and host more collaborative neighbourhood events.
Panel members welcomed reassurance that resident engagement will remain central. They also supported exploring community champions; while stressing the importance of clear criteria so the role adds value.
Improving complaints and feedback services
Colleagues shared redesigned website content and a new online form for compliments, suggestions, and complaints.
The updated pages offer simpler navigation, clearer language, and a shorter, more user-friendly form ensuring residents understand the difference between making a suggestion and making a formal complaint.
Residents can now give anonymous feedback, with the option to provide contact details if they wish. Panel members responded positively and suggested making compliments / feedback more prominent on the website, keeping mobile usability a priority, and ensuring non-digital options remain clear and accessible for residents.
A new complaints reporting tool was also shown to the panel which is aligned to the Housing Ombudsman’s Complaint Handling Code and consistent with Settle’s anti-social behaviour (ASB) reporting tool. The panel found the form clearer and easier to follow, and offered suggestions including refining complaint categories, softening some of the language, and adding a confirmation message before submission.
Priorities for the Year Ahead
The Chair, Annette highlighted the panel’s agreed focus areas for the coming year:
- Efficient and Timely Repairs
- Clean and green neighbourhoods
- Community in rural areas
- In-person engagement.
Resident Leadership
Expressions of interest are open for the Vice Chair role to support Annette.
September 2025
There was an update on the progress on the upcoming merger between Settle and Paradigm, review performance results, and a look ahead to improvements across communal services and resident engagement.
Merger Update
Reassurance was given that resident engagement will remain central to the new organisation. A new joint online area on Settle Connect, named SettleParadigm, will bring together engagement activity from both organisations.
